Senior Support Administrator

5 days ago

Bengaluru, India CSN Global IT Solutions Full time

Description :Job Summary :The Sr. Support Administrator plays a critical role in delivering advanced technical support and driving operational excellence within the Support & Operations team. This role involves troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions to enhance system performance, customer satisfaction, and compliance with quality and security standards.Key Responsibilities :- Advanced Technical Support : Utilize Power BI and PowerShell to analyze complex incidents, perform root cause analysis, and implement effective solutions to improve system performance and security.- Automation & Scripting : Develop and maintain troubleshooting scripts and automation tools using PowerShell to streamline incident resolution and enhance operational efficiency.- Data Visualization & Reporting : Design and create interactive dashboards and reports using Power BI to visualize key performance metrics and support data-driven decision-making.- Cross-Functional Collaboration : Work closely with support teams to resolve complex tickets within agreed SLAs, ensuring seamless operations and a strong security posture.- Knowledge Management & Training : Lead initiatives to update and maintain the knowledge base, conduct training sessions for new team members, and mentor analysts to strengthen technical capabilities.- Customer Experience Monitoring : Track customer feedback and CSAT metrics to identify improvement areas, ensuring high levels of customer satisfaction through first-call resolution and minimal case reopens.Required Skills :- Proficiency in Power BI for data visualization and reporting- Strong command of PowerShell for automation and scripting- Familiarity with Python for data analysis and process automation- Solid understanding of incident management and root cause analysis- Excellent problem-solving skills and ability to work collaboratively in a team environmentCertifications (Optional but Preferred) :- Microsoft Certified : Data Analyst Associate- Microsoft Certified : Azure Administrator Associate (ref:hirist.tech)

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